Cyber security service manager - Hybrid

Hours: 35 hours per week

Contract: Permanent

Location: Hybrid - A blend of working from home and your nominated hub office, we have hubs in London, Bristol, Manchester and Oxford. Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices.

This position requires the successful candidate to undergo enhanced background screening checks.

About Jisc: Our vision is to lead the UK tertiary education, research and innovation sectors to be pioneers in the use of digital technology and data. We’re on a mission to harness the power of technology and data, to transform how knowledge is shared, applied and enhanced.

About the team: The security team, part of Group CTO, protects UK Education and Research against a wide range of cyber security threats, supporting our members and customers in improving their digital resilience. Our products and services are currently organised into five principal groups: Protective services, Professional services, Service Team, Product Team, and Architecture and engineering team. We have just launched our Security centre (SOC) service, which includes endpoint detection and response (EDR), Security Information and Event Management (SIEM) capability and 24x7 security event monitoring. The Security Services Team includes network, SIEM and SOC focused services, service development, transition and delivery. This is where this role sits.

About the role: As Jisc’s Cyber security service manager, you will be responsible for service management activities in the delivery of the security operations centre (SOC). The primary focus is on guiding customers through the complex onboarding journey in an effective and timely manner, whilst meeting or exceeding customer expectations. You will work collaboratively with the senior and lead service managers to always ensure successful and fully resilient delivery of service. You will also work closely with other technical teams across cyber and cloud who are intrinsically involved in the service value chain to contribute to the successful delivery of services and products in the new Security Centre.

Responsibilities will include:

• Ensuring successful onboarding and ongoing delivery for customers using security centre services.
• Designing, building and maintaining service management practices to deliver high level of customer satisfaction and resilience.
• Continually reviewing resources required to deliver cyber services, working closely with those responsible for service delivery.
• Managing and coordinating all processes and work instructions documented in accordance with Jisc’s certifications, including ISO9001, ISO27001, and CREST.
• Developing and implementing strategies to streamline the onboarding process, ensuring it is efficient and effective.
• Quickly addressing and resolving any issues or challenges that arise during the onboarding process to ensure a smooth experience for customers.

Key Skills and Experience:

• Experience of working in a service management environment within an IT related field is essential.
• Working knowledge of, and reporting against, organisational level and service level descriptions (OLA & SLD).
• Built trusted relationships with stakeholders at all levels, and effective collaborations with other teams.
• Good understanding of cyber services and applications that are provided as part of a security operations centre (SOC).
• Exhibit good analytical skills, and the ability to work well in a demanding, dynamic environment.

We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but you feel this role is perfect for you. You may be just the right candidate for this or other roles!

Why work for us? At Jisc, every role is vital, and every person matters. We want you to feel like you’re part of something bigger. We support learning throughout your career and offer chances to grow, develop new skills, and make a real difference in education and research. We believe that balancing your personal and professional life is key to happiness and fulfilment. We embrace flexible working, focusing on results rather than hours spent at a desk. It’s not about where you work, but how you create a flow that energizes both your work and home life.

Take a look at our fantastic benefits! We offer:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments.
• 31 days annual leave (plus bank holidays) that includes three closure days over Christmas plus the opportunity to buy up to an additional 5 days leave during the flexible benefits window.
• A comprehensive 24/7 mental health support package, including coaching and appropriate counselling or specialist therapy, with no predetermined limit on the number of sessions you can access.
• Annual Jisc performance award.
• A range of wellbeing lifestyle benefits including company paid health care cash plan, mental health first aiders and support.
• A company culture of continuous learning with access to thousands of LinkedIn Learning courses, with lots of resources and opportunities to help us all develop, including around 10% of your time for development.
• Allocated allowance of up to £250 to equip your home office.
• Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money.
• The opportunity to donate to charity tax-free with our Payroll Giving benefit.
• Salary sacrifice - Electric Car Lease Scheme, Cycle to work and SmartTech (buy the latest technology and white goods products, spreading the cost over up to twelve months, direct from your salary and interest-free) subject to terms and conditions and available upon request.
• A wide range of discounts and cashback from retailers and big-name high-street stores.
• Family friendly policies including enhanced parental, maternity and paternity and co-parental leave as well as opportunity for career breaks.
• Support your volunteering with up to 3 days volunteer leave.
• Specsavers corporate eye care scheme including free eye test vouchers and up to £70 towards new glasses for VDU use.
• Life assurance cover.

Equity, diversity and inclusion: Jisc believe our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging. We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status.

Application process: Please let us know how we can best accommodate you throughout the recruitment process. We’re committed to making our process accessible and comfortable for everyone - just tell us what works best for you. Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls! We’re really looking forward to getting to know the real you.

While we encourage the use of AI tools to help you get started on your CV or cover letter, we encourage you to review your application before submitting. Make sure it truly reflects your own voice, experiences, and personality.

If you are currently a Jisc employee, please apply through your Dayforce Employee profile. We have a thorough background screening process that verifies the details you share with us in your CV and your application. Any inaccurate information supplied during the application stages can lead to a job offer being withdrawn.

Sponsorship: Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant Home Office criteria. Jisc does not offer any financial re-imbursement towards the applicant costs, such as re-location, skilled worker visa and dependant costs or the immigration health charge.

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